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MARKS AND SPENCER FINANCIAL SERVICES PLC

Financial Ombudsman decision DRN-2200258 Upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Charges and fees, Complaint handling

In the Ombudsman’s words

Mr T complains that Marks & Spencer Financial Services Plc (“M&S”) told him his credit card account was in arrears, although he says he’s never missed a payment.Charges and fees

Mr T then asked for written confirmation of this. I think that was a reasonable request for Mr T to make. Mr T then received a letter dated May 2019 saying M&S hoped he was satisfied with how his complaint was resolved. He didn’t get the written confirmation he asked for that his credit file was unaffected until December 2019, some time after he brought his complaint to us.Complaint handling

Rules cited

Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2200258.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.